Service Delivery Manager

At Elanco (NYSE: ELAN) – it all starts with animals!

As a global leader in animal health, we are dedicated to innovation and delivering products and services to prevent and treat disease in farm animals and pets. We’re driven by our vision of ‘Food and Companionship Enriching Life’ and our approach to sustainability – the Elanco Healthy Purpose™ – to advance the health of animals, people, the planet and our enterprise.

At Elanco, we pride ourselves on fostering a diverse and inclusive work environment. We believe that diversity is the driving force behind innovation, creativity, and overall business success. Here, you’ll be part of a company that values and champions new ways of thinking, work with dynamic individuals, and acquire new skills and experiences that will propel your career to new heights.

Making animals’ lives better makes life better – join our team today!

Your role:
 

We are seeking a Service Delivery Manager to drive global infrastructure delivery and operations across Hybrid Cloud & Hosting, Identity, Platforms & Security, Workplace, and Network.

You will play a key role in ensuring stability and resilience while helping Elanco scale faster through automation, smarter data use, and self-service powered by Generative AI. Since our separation from Eli Lilly & Company, we’ve built a strong operations foundation—now we’re growing the team to take it to the next level.

Your Responsibilities:
Delivery and Planning

• Owning the delivery of infrastructure projects and improvements from start to finish.

• Planning projects with team members

• Hosting day to day meetings across the team (e.g. planning meetings, stand-ups, backlog reviews, status updates, retrospectives)

• Managing the creation, review and approval of project documentation (e.g. charters, user stories, designs, plans, communications, release notes, testing).

• Owning and administering all work within our project management software (currently Monday.com and ServiceNow) and sharing best practice on how we can continue to improve and use the software to help us deliver work.

• Managing the risks, assumptions, issues and dependencies across the team

• Taking ownership of issues and working with the right people to resolve them Facilitating commercial activities (e.g. creating SoWs, change requests)

Stakeholder & Communications Management

• Communicating to different audiences (e.g. immediate team, senior leaders, end users)

• Proactively collaborating with IT and Business stakeholders to plan activities, changes, deployments etc.

• Representing the status of projects in various forums inside and outside of the TechOps team

• Managing requests or escalations related to your projects

• Creating views of work for different people (e.g. roadmaps, timelines, gantt views, dashboards)

Service Delivery Management

• Governing external partners to ensure they are delivering the service we expect

• Reporting on the performance of external partners (e.g. KPIs, SLAs)

• Managing escalations with external partners, working closely with the Vendor Management Office (VMO)

• Ensuring we are adhering to IT Service Management processes

Team Management

• Managing the resourcing and capacity across the team

• Sharing best practice for Agile ways of working

• Ensuring security, privacy and quality practices are embedded in everything we do

• Improving the way we do things and looking for opportunities to simplify

What You Need to Succeed (minimum qualifications):

Required Qualifications

• Bachelor's degree in IT or related field

• 3–5 years of project management experience

• Background in infrastructure projects

What Will Give You the Competitive Edge (Preferred Qualifications)

• Experience in global or enterprise-scale infrastructure environments

• Exposure to automation, self-service, or digital transformation initiatives

• Familiarity with Generative AI and emerging IT operations technologies

• Strong track record of simplifying complex processes and driving adoption

• Experience coordinating across multiple vendors or third-party partners

• Familiarity with ITIL, Waterfall, and Agile

• Experience with service management tools (e.g., ServiceNow)

• Strong communication, organization, and problem-solving skills

• Ability to influen